Shilla Toorgeman
Blue Ridge,GA
Summary
Dynamic leader with a proven track record at Twisted Tomato, enhancing customer satisfaction and driving business growth. Expert in restaurant operations management and CRM database management, achieving a 95% closing ratio in sales. Excelled in team motivation and menu development, significantly improving Google and OpenTable ratings.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Restaurant Manager
Twisted Tomato
Mccaysville, GA
01.2023 - Current
- Manage a team of 15+ restaurant staff, ensuring customer satisfaction and efficient operations
- Developed comprehensive training program to ensure customer service excellence
- Monitore food and beverage supplies to ensure proper inventory levels
- Schedule staff shifts and ensured proper utilization of labor hours
- Developed and implemented prmotional activities to drive buisness growth
- Maintain a clean and organized enviornment at all times
- Developed relationships with the chamber of commerce to help sales growth
- Motivate staff daily to help achieve sales targets
- Created cocktail menu driving up beer and wine sales in a dry city
- Oversee food and safety practices and equiptment sanitation
- Responsible for elevating the guest experience
- Google rating went from 4.0 to 4.4 stars
Restaurant Manager/Food and Beverage Director
The Oaks Lakeside kitchen at The Ridges Resort
Hiawassee, GA
01.2022 - 01.2023
- Conducted interviews, oversaw the hiring process, and led staff training for 40+ employees
- Supported owners by managing monthly expenses and revenue as well as maintaining relationships with food and beverage distributors
- Worked closely with the head chef on pairing wine/cocktails with steak/seafood menu items
- Trained with Sommeliers to develop wine and cocktail list and proper wine service
- Achieved F&B sales and targets
- Maintained low food costs and labor percentages
- Managed all invoices as well as accounts payables and receivables
- Responsible for processing bi-weekly payroll and managing weekly employee schedules
- Oversee hiring, training, firing process and supporting the Human Resources department daily
- Accomplished a marketing rating growth from 2.6 to a 4.9 on OpenTable
Restaurant Manager
The Flying Trout at The Copperhead Lodge
Blairsville, GA
01.2020 - 01.2022
- Responsible for managing a staff of 25+
- Worked closely with the owners to ensure the ultimate guest experience
- Assisted in booking guest activity within the lodge
- Booked the music entertainment on a nightly basis
- Train and supervise front of house and back of house staff to ensure high quality service
- Handle guest inquires and complaints promptley to ensure customer satisfaction
- Implemented a revised inventory system focused on storage conditions and ordering techniques decresing food waste
Internet Sales Manager
Phil Smith Chevrolet
Fort Lauderdale, FL
01.2019 - 01.2020
- Completed 150 outbound/inbound phone calls and e-mails a day nationwide to engage customers into sales and/or to schedule a VIP appointment
- Filter incoming leads to generate sales leads as well as closing the sales online or by phone
- Managed an extensive database utilizing CRM (VinSolutions) to document every phone call, text message, e-mail, point of contact, customer information and important events
- Organized and created templates for fast and easy e-mail solutions and responses
- Personally created e-mail blasts to advertise sales to increase engagement and sales revenue
- As a problem solver, I can resolve customer complaints and surprising challenges while maintaining composure and professionalism
- Maintained a 95% closing ratio and surpassed daily and quarterly goals
Buisness Owner / Site Supevisor
Queen of the South Inc Construction and Remodeling
01.2017 - 01.2019
- Managed Excel spreadsheets daily for budgeting, site measurements, payroll and all clerical tasks
- Established fifteen corporate accounts with Aaron's Furniture store surpassing my quota on a monthly basis
- Worked directly with board members assisting in budgeting, billing, scheduling, and problem solving
- Responsible for recruiting and implementing procedures within each department
- Oversee customer service reports including inbound and outbound phone calls utilizing Zoho (Client Relationship Management software)
- Managed Excel spreadsheets daily for budgeting, site measurements and payroll
Customer Service Manager
Cool Air USA
Fort Lauderdale, FL
01.2012 - 12.2017
- Administrative support to all executives and president
- Managed Excel spreadsheets daily for budgeting, payroll and all clerical tasks
- Facilitated negotiation between management and customers to solve disputers
- Provided effective service by listening to customers and meeting their needs efficiently
- Responsible for scheduling all client appointments for all HVAC (heating, ventilation, and air conditioning) services
- Assisted marketing team in maintaining a 4.9 rating on Google and across all social media platforms
Time Share Coordinator/Hospitality Manager
Hilton Hotel Grand Vacations Resort
Waikoloa, HI
01.2008 - 12.2012
- Responsible for overseeing and coordinating all of the hotel guest's activities and events such as weddings, birthdays, annual business meetings, and etc
- Assisted 50+ guests per day by welcoming guest to the the facility, adressing any issues or concerns, and creating the ultimate guest experience
- Managed and scheduled all guest excursions and bookings
- Responsible to upsell guests to a timeshare package and schedule future excursions
- Surpassed quarterly quotas by setting goals and standards
- Titled Number One Salesperson 3 quarters in a row
Education
Business Admin -
Maayanot Yeshivah
Teaneck, NJ12.2008
Skills
- Marketing Management
- Restaurant operations management
- Menu development
- Microsoft
- PowerPoint Proficiency
- Social Media Management
- Web Application Development
- CRM Database Management
- Google Analytics
- Excel
- Search Engine Optimization (SEO)
- Email Campaign Management
- Salesforce CRM Expertise
- VinSolutions
- Word CRM (Client Relationship Management)
- KPI Analysis for Website Performance
- Online Marketing Proficiency
Certification
- ServSafe Certified
- Bartending License
- Hospitality Management Certifications
Timeline
Restaurant Manager
Twisted Tomato
01.2023 - Current
Restaurant Manager/Food and Beverage Director
The Oaks Lakeside kitchen at The Ridges Resort
01.2022 - 01.2023
Restaurant Manager
The Flying Trout at The Copperhead Lodge
01.2020 - 01.2022
Internet Sales Manager
Phil Smith Chevrolet
01.2019 - 01.2020
Buisness Owner / Site Supevisor
Queen of the South Inc Construction and Remodeling
01.2017 - 01.2019
Customer Service Manager
Cool Air USA
01.2012 - 12.2017
Time Share Coordinator/Hospitality Manager
Hilton Hotel Grand Vacations Resort
01.2008 - 12.2012
- ServSafe Certified
- Bartending License
- Hospitality Management Certifications
Business Admin -
Maayanot Yeshivah
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